More Information about uploaded Files and Supportrequests

Discussion in 'ESET Smart Security' started by redlabour, Aug 8, 2008.

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  1. redlabour

    redlabour Registered Member

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    What i miss the most in SmartSecurity is to get a Status- and Sendingconfirmationreport while sending Files or Supportquestions to ESET via the GUI.

    And of course a Confirmationmail with the according Ticketnumber like the german Support sends it while using the Supportwebsite.

    I have sended 2 Files and 3 Supportrequests via the ESET GUI - still not one Response.

    If i use the german Support via the Webform i get a Ticketnumber immediately.
     
  2. Marcos

    Marcos Eset Staff Account

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    It all depends on how a particular distributor handles the requests incoming from the program and how this feature is integrated with their CRM system.
     
  3. redlabour

    redlabour Registered Member

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    Sure - but what about a simple addition to the GUI where after sending a File to ESET a Status-Pop-Up calls "File sended to ESET" or "your Request is sended to ESET".

    At this Time you click sending and nothing happens. There is no Way to check if the Files are really sended.
     
  4. Marcos

    Marcos Eset Staff Account

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    Some facts about submitting files:
    - files are stored in a cache and submitted depending on the ThreatSense.Net settings (ASAP or during update)
    - ThreatSense must be enabled for files to be submitted
    - files are submitted only if someone else hasn't already submitted the same file
    - a record is created in the Event log when a file has been submitted
    - by clicking Submit now button in the ThreatSense.Net setup, you can force file submission, but it won't be submitted if it's already present on servers
     
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